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Plugging The Leaks: Over-Billing & The City's Automated Meter Readers
Plugging The Leaks: Over-Billing & The City's Automated Meter Readers
water running and the lights on. New York Citys exclusive water provider, the Department of Environmental Protection (DEP), plays a key role in this routine and has sought to improve billing accuracy by installing more than 800,000 new automated readers in all City homes and businesses. But a comprehensive study by Public Advocate Bill de Blasio, sparked by complaints from 145 home and business owners1, shows these new transmitters can result in inaccurate readings that overcharge residentssometimes by tens of thousands of dollars. Worst of all, red tape puts home and business owners on the hook for paying these unwarranted charges, and often force them into paying money they dont owe with threats of late charges and liens on their property. With a few simple solutions, the City can ensure New Yorkers dont foot the costly bill for the new meter readers technical problems and have a fair process to appeal when a mistake has been made.
required physical visits from inspectors. DEP literature emphasized that the new meters come free of charge, and bring no change in the regular billing process. The new meters were designed to: Save the City money by ending physical visits to read a meter; Electronically send water readings to DEP headquarters; Improve billing accuracy by eliminating estimated readings; and Allow ratepayers to track their water usage online.
readings should be consistently higher than old estimated ones. But in half (9) of the cases where DEP blamed big increases on pastunderestimates, the new actual readings were equal to or less than previous estimated amounts*.
*In the remaining 9 cases, the Office of the Public Advocate was unable to verify an increase in the new actual readings.
Even when customers know such drastic increases must be mistakes, and choose to appeal, they are met with a series of bureaucratic hurdles that stack the odds of favorable resolution firmly against them. New Yorkers must: 1. File a written complaint with DEP (and wait for a response within 90 days); 2. File an initial appeal with DEPs Deputy Commissioner, if the decision is unsatisfactory (and wait for a response within 120 days); then 3. File a final appeal with the Water Board.2 The entire process can take up to eight months, during which ratepayers are held responsible for the full cost of the bills. DEP advises New Yorkers to pay all water and sewer charges during the Dispute Resolution Process, even if the bill is unjustified, and warns that Late Payment Charges will continue to accrue until all charges are paid in full. Homeowners and businesses that do not, or cannot afford to pay the bill up front face late charges and even a lien on their property.3
Customer Dispute Resolution Process, NYC Department of Environmental Protection. http://www.nyc.gov/html/dep/pdf/water_sewer/dispute_resolution_overview.pdf. 3 A lien is a legal hold placed on a property. http://www.nyc.gov/html/dep/html/customer_services/lienfaq.shtml.
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Solutions
With three policy changes, DEP can clarify, simplify and streamline this process for thousands of New Yorkers. Public Advocate de Blasio recommends: 1) Eliminate the possibility of technical error before charges are paid. Whenever a bill goes up by more than 100% after the installation of an automated meter reader, DEP must immediately dispatch an agentat no charge to the ratepayerto inspect the meter and rule out the possibility of a malfunction. A quick inspection will reduce the significant costs to taxpayers of adjudicating an unjustified bill, and save bill-payers a needless months-long appeals process if a technical or billing error is to blame. 2) Dont bully customers into paying charges they dont owe. To ensure New Yorkers have a fair shot at challenging their bills following the installation of an automated meter, the City should not assess late fees or threaten a lien on a property during the appeals process. 3) Put water bills in plain easy to understand language. New charges assessed after an automated meter reader is installed should be clearly labeled. The DEP should replace the confusing cancellations and rebillings with easy to understand language that explains why past bills are being revised.
Office of New York City Public Advocate Bill de Blasio | (212) 669-7200 1 Centre Street, 15th Flr, NY, NY 10007 | www.advocate.nyc.gov